Cloud Solution Architect - Cross Solutions

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

As a Cloud Solution Architect (CSA) for Cross Solutions, you will support customers through their end-to-end solution journey, combining deep technical expertise in both multi-workload integration and architecture best practices. You will guide customers on solution envisioning, design & deployment, through direct customer engagements, as well as designing and creating repeatable customer-facing services to scale the delivery capability through Success Programs. This opportunity will allow you to accelerate your career growth, develop deep business acumen, hone your solution architecture skills, and become adept at driving real-world outcomes. This role is flexible, allowing up to 50% remote work.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Act as the technical service leader and technical owner across the entire lifecycle of Success Program services focused on Microsoft unified foundation which is focused on supporting Microsoft's Customer Success Account Managers (CSAMs) as well as Microsoft customer with their onboarding support. This includes aligning service architecture and design with business priorities and requirements, orchestrating build and deployment, managing updates, and supporting change adoption.
• Demonstrate thought leadership and subject matter expertise across integrated service components, developing IP and delivery guides, influencing design and delivery quality, and enabling others through strategic guidance.
• Drive positive Customer Satisfaction and become a trusted advisor, providing feedback & insights from customers/partners as you develop and expand impactful relationships with key stakeholders (CSAM strategy teams, Engineering, product group, etc.) .
• Provide direction to TDMs and build the bridge between TDMs and Business Decision Makers (BDMs).
• Develop opportunities to drive Customer Success business results and help Customers get value from their Microsoft investments.
• Support team awarness and skilling based on area demands & Customer Success goals, share expertise in relevant communities, contribute to IP creation & reuse, and connect gaps and patterns across business and technology areas.
• Partner with other CSAs, CSAMs, and Product Groups to drive unified delivery and technical excellence.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
  • OR equivalent experience.

Other Requirements:

• Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties.

Preferred Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
  • OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
  • OR equivalent experience.
• 4+ years experience working in a customer-facing role (e.g., internal and/or external).
• 4+ years experience working on technical projects.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
• Customer-Facing Experience - ideally as a CSAM, or alternatively as a CSA or equivalent customer-engagement role.
• Service Architecture & Business Process Design Experience
• Demonstrated experience in:
  • Service Architecture & Business Process Design
  • Requirements decomposition
  • Process modeling
  • Technical Requirements Document (TRD) creation
  • Cross-team orchestration (engineering, program, field, vendor partners)
  • Release management (service readiness, validation, and landing)
• Customer Focus - demonstrated commitment to customer satisfaction, responsiveness, and service excellence.
• Attention to Detail - proven ability to follow structured processes, meet deadlines, and deliver high-quality outputs with minimal supervision.
• Vendor Collaboration - demonstrated experience partnering with vendor delivery teams, managing shared service expectations, ensuring quality, consistency, and smooth operational handoffs across globally distributed partners.
• Service Architecture & Business Process Design - experience leading service and process design sessions, including requirements decomposition, workflow/process modeling, and end-to-end service architecture.
• Proven ability to drive continuous improvement methods across complex service environments.
• Documentation & Technical Writing - strong process and end-user documentation skills, including creation of service diagrams, process flows, and Technical Requirements Documents (TRDs). Ability to write clear, concise, technically accurate content for engineering, field teams, and delivery partners.
• UX / Service Experience Awareness - understanding of service-level UX principles such as journey mapping, friction-point identification, and usability analysis to improve the experience for CSAMs, engineering teams, vendor agents, and customers. (Note: This is not UI/visual design - aligned to service experience design.)
• Communication Skills - excellent written and verbal communication skills, with the ability to clearly articulate business and technical requirements to leaders, engineering teams, field organizations, and vendor partners. Skilled at simplifying complex concepts, facilitating cross-team discussions, and influencing alignment across diverse stakeholders.
• Microsoft Ecosystem Knowledge: Understanding of Microsoft's Customer Success roles, delivery models, and tooling (e.g., Service Hub / Engage Center, ESXP, CSU roles templates).
• Technical Proficiency: Familiarity with Microsoft 365, Teams, Outlook, SharePoint, and service management tools (e.g., ServiceNow, Bookings).
• Architecture and framework certifications (e.g., TOGAF 9/10; SAFe Architect).
• Change/IT service management certifications (e.g., Prosci Certified Change Practitioner; ITIL 4 Foundation).
• Language Skills: Proficiency in additional languages (e.g., Spanish, Portuguese, French, Japanese) is a plus for regional coverage.
• Automation & low-code: hands-on with Power Platform (Power Automate, Power Apps), Copilot Studio, and scripting (e.g., PowerShell/Python) to instrument integrations and operational tooling.
• Data & reporting - building operational dashboards in Power BI (DAX), defining and instrumenting success measures/KPIs (e.g., CSAT, adoption, throughput, quality), and using telemetry from SharePoint/ServiceNow or similar sources.
• Methods & certifications:
  - Applied experience with Lean/Six Sigma, SAFe/Agile, ITIL, and change management (e.g., Prosci/ADKAR).
  - Business analysis credentials (ECBA/CCBA/CBAP).

Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:


This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.